Pepperfry — Complaint for Mattress refund that is due from pepperfry

Incident Summary:

Delivery Delay:
My order was initially scheduled for delivery on 23rd July 2024. However, there was an unexpected delay without any prior notice or update from your team. After waiting for three additional days and multiple follow-ups, I was informed that there was no confirmed delivery date available.

Inadequate Response:
Upon contacting customer care, I was assigned a case manager who provided a new delivery date of 31st July 2024. This was unsatisfactory as I had placed the order on 17th July 2024, and the delay was already causing significant inconvenience.

Refund Request and Lack of Clarity:
Given the uncertainty and delays, I requested the cancellation of the order and a full refund. Your customer care team assured me that the refund process had been initiated and that it was awaiting hold confirmation from the merchant, which should take no more than 48 hours. However, after the said period, I followed up only to be informed that the hold confirmation was still pending.

Inconsistent Updates and Delivery Attempts:
Despite being told that my refund was being processed, there were attempts to deliver the mattress. This contradiction in communication has added to my frustration and confusion. I am now uncertain about the status of my refund and the delivery of the product.

Denial of Refund Process:
Today, when I followed up again, I was informed by Pepperfry customer care that no refund process had been initiated, contrary to what I was previously told. This is despite having received a mail from your team confirming that the refund process had started. This blatant denial and lack of transparency are unacceptable.

Current Status:
As of today, I am still waiting for the refund to be processed. The constant delays and lack of transparency have been extremely frustrating and inconvenient. I have lost trust in the ability of Pepperfry to manage orders and provide reliable customer service.

Request for Resolution:
I urgently request:

Confirmation and expedited processing of my full refund.
Clear communication regarding the status of my refund.
Assurance that no further delivery attempts will be made for the canceled order.
Attaching screenshots as proof of what all i'm saying
I hope for a swift and satisfactory resolution to this matter.